UK Complaints Procedure
For issues to do with our Residential business issues/feedback please click here.
For commercial property management issues and feedback please click here.
If you have a complaint that you cannot resolve with the Director responsible for dealing with your instruction, then this note sets out the procedure which we will follow in dealing with that complaint.
- Please contact:
- Once a complaint has been received, we will contact you in writing within five working days to inform you of who will be responsible for investigating your complaint and how this will be conducted.
- Within twenty working days of written confirmation of your complaint, the person investigating your complaint will write to inform you of the outcome and to let you know what actions have been, or will be, taken. In some instances, your complaint may take longer to investigate, in which case we will write to inform you of our progress.
- If your complaint has not been resolved to your satisfaction, we will agree that the matter may be referred to one of the following organizations: 4.1 Residential & Commercial
The Compliance Director
London W1G 0NB
Where your complaint is initially made verbally, we will write to you setting out our understanding of the matter and ask that you confirm its accuracy before we investigate. Alternatively, you can send a written summary of your complaint to the Compliance Director.
The Property Redress Scheme of which we are a member. We will comply fully with their rules and procedures; however, your complaint must be made to the PRS within 6 months of the Final Management Decision Letter, referred to in 3 above.
4.2 Commercial & Business to Business
The Centre for Effective Dispute Resolution who are a mediation and alternative dispute resolution body of which we are a member.